The Certified Contact Center Program distinction acknowledges a strong commitment by Swift Financial to provide “An Outstanding Customer Service Experience.”

To become certified, the contact centers successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.

As part of its evaluation, J.D. Power conducted a random survey of Swift Financial customers who recently contacted the company’s contact centers in Conshohocken, Pa., and Wilmington, Del.

“Congratulations to Swift Financial on earning certification for providing an outstanding customer experience in the live phone channel,” said Mark Miller, contact center practice lead at J.D. Power. “This achievement is a clear demonstration of its customer-focused operation, which is a significant differentiator in this competitive and complex industry.”

“Providing an exceptional customer service experience is foundational to our organization. We are thrilled to be recognized by J.D. Power,” said Ed Harycki, founder and CEO of Swift Financial. “I am proud of our team. They are a passionate group of individuals committed to helping our customers. This is tangible proof of their pursuit to always go above and beyond, and I want to thank them for their contribution in earning this honor.”

For Certification Status:

A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.

The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.

The Certified Contact Center Program, which was launched by J.D. Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center’s operations in three areas: live phone channel, IVR self-service channel and web self-service channel.